Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Hashim Razvi

Director, Technical Support
Richmond Hill,ON

Summary

Experienced Director, Technical Support with over 18 years of experience in content management. Excellent reputation for resolving problems and improving customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

19
19
years of professional experience
7
7
years of post-secondary education
2
2
Certifications

Work History

Director, Technical Support

opentext Corporation
Richmond Hill, ON
03.2021 - Current
  • Global Technical Support Leader, leading the North America Support Organization for all of Enterprise Content Division (ECD) Suite of products including Documentum, Intelligent Capture, xPression & Application Enhancer.
  • Manage an organization that comprised of Sr. Managers, Managers and 75+ technical support engineers supporting customer both on-perm and in Cloud.
  • Define strategy to meet demands of high growth in Cloud Customer base. This includes forecasting headcount growth and enhancing support processes.
  • Led a strategic organizational initiative to strengthen performance.
  • Improved & maintained customer satisfaction above 95% Y/Y.
  • Lead Global "Get Well" plans
  • Responsible for driving operational excellence, transformation, innovation and continuous improvement efforts that result in the delivery of best-in-class technical support to our global customers.
  • Manage executive customer escalations as required, leading cross-functional teams to quickly resolve issues impacting key customers.
  • Champion change with focus on the evolution of service delivery to be more proactive, predictive and preventative, enabling our customers to self-serve and self-solve.
  • Responsible for GTS Labs team which architected and managed all global lab resources for Technical Support. Involved in multiple projects focused on enhancing lab efficiency.
  • Spearheaded innovative approaches to resource allocation and strategic planning.
  • Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
  • Ensured targeted service goals and performance standards were achieved and exceeded.
  • Assisted with updating technical support best practices for use by team.
  • Documented processes and drafted SOPs to comply with regulations and company policies.

Sr. Manager, Technical Support

opentext Corporation
Richmond Hill, ON
06.2018 - 04.2021
  • Reporting to the Sr. Director, Americas Technical Support have
    direct responsibility to oversee the operations of the Open Text
    customer facing Technical Support Enterprise Americas team
    focusing on Documentum, Captiva, eDocs, Vignette, Connectivity,
    TCM, FirstClass, Teamsite, DocSci and Output Server. This encompasses time management, issue prioritization, and
    policy compliance.
  • Develop/re-engineer standard operating procedures for the Open
    Text Technical Support team.
  • Manage all customer relations for customer problems that are
    escalated to my attention. This includes developing action plans
    for escalated customer problems, informing customers of the
    plans, and keeping customers apprised of the progress.
  • Provide leadership and facilitate open communication between
    Product Specialists and other departments within Open Text by
    holding strategy days, improving DevOps relations and customer
    impact awareness.
  • Participate in Human Resource activities such as hiring,
    performance management, training, etc.
  • Assisted with updating technical support best practices for use by team.

Manager, Technical Support

opentext corp.
Richmond Hill, ON
01.2017 - 06.2018
  • Managed different support teams covering highly strategic
    products and premier customers
  • Consistently achieved and exceeded team metric goals with
    customer satisfaction ratings >95%
  • Tackled highly visible customer escalations
  • Assisted with Senior Manager responsibilities reporting to
    executive management
  • Streamlined the accessibility of team metrics for management
    review
  • Mentored both Engineers and newly hired Managers
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.

Manager, Technical Suuport

Dell - EMC
Toronto, ON
07.2013 - 01.2017
  • Responsible for managing a team of 14 Technical Support
    Engineers supporting Documentum Suite of products in the
    Enterprise Content Division within EMC.
  • Manages and enhances the performance of a team of Technical
    professionals in the areas of technical expertise, customer
    satisfaction, employee productivity, and employee development,
    with a strong focus on quality.
  • Worked as a point of escalation for Sales as well as the customer.
  • Implemented processes and defined creative solutions to scale
    and drive Customer satisfaction (CSAT) and made sure the team
    meets Service Level agreements (SLA) while effectively managing
    the workload in a fast-paced environment.
  • Worked closely with Product development (R&D) and QE teams on
    Product releases, enhancements, and bugs.
  • Performed staffing and scheduling 24x7x365 Operation duties.
  • Managed and organized all hiring processes from start-to-finish
    - recruiting candidates, assessing resumes, interviewing, hiring,
    and on boarding all new employees.

Workflow Manager

Dell - EMC
Toronto, ON
12.2010 - 06.2013
  • Efficiently managed the flow of Service Requests, by assigning to
    properly skilled Technical Support Specialists in timely manner.
  • Frequently assisted manager in staffing decisions by creating
    reports.
  • Alerted manager as to when a team member required some
    development of skills.
  • Pro-actively handled escalations and made sure customers were
    assisted and their requirements were met.
  • Created and maintained the Team's daily schedule and Priority
    on-call schedule globally.
  • Assisted team to achieve Quarterly goals by periodically
    generating reports to show the progress.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

SME Team Leader

Dell - EMC
Toronto, ON
05.2008 - 12.2010
  • Worked as SME for Compliance and XCP Suite of Documentum products.
  • Successfully resolved multiple customer escalations.
  • Communicated directly with sales, engineering, and marketing
    departments as required.
  • Trained new employees and explained process and procedures
    clearly and efficiently.
  • Efficiently worked with Engineering and TSEs to resolve complex
    customer issues.
  • Took part successfully in early deployment programs for XCP and
    My Documentum Suite of Products.
  • Designed and prepared technical reports, studies and related documentation.
  • Facilitated product development with implementation of standard best practices.
  • Improved user productivity and efficiency through system training and support.

Technical Support Engineer

Dell - EMC
Toronto, ON
05.2004 - 05.2008
  • Provided customer support for Documentum's Desktop Client,
    Workflow manager, Records Manager.
  • Always maintained >90% CSAT, kept TTR low, made sure customer
    was totally satisfied. Created support notes which were helpful for
    other TSEs in troubleshooting
  • Resolved customer complaints and concerns with strong verbal
    and negotiation skills.
  • Maintained composure and patience in face of difficult customer
    situations.
  • Displayed courtesy and strong interpersonal skills with all
    customer interactions.
  • Was awarded 'TSE of the Quarter' multiple times
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Explained technical information in clear terms to promote better understanding for non-technical users.

Education

Masters of Technology - Computer Science

Jawaharlal Nehru Technological University ( JNTU )
Hyderabad, India
09.2000 - 06.2003

Bachelor of Engineering Technology - Computer Science

Osmania University
Hyderabad, India
06.1995 - 06.1999

Skills

Strategic planning

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Certification

Certified Support Manager, Service Strategies

Timeline

Director, Technical Support

opentext Corporation
03.2021 - Current

Sr. Manager, Technical Support

opentext Corporation
06.2018 - 04.2021

Manager, Technical Support

opentext corp.
01.2017 - 06.2018

Certified Support Manager, Service Strategies

06-2015

Manager, Technical Suuport

Dell - EMC
07.2013 - 01.2017

Leadership Program, Dale Carnegie

06-2013

Workflow Manager

Dell - EMC
12.2010 - 06.2013

SME Team Leader

Dell - EMC
05.2008 - 12.2010

Technical Support Engineer

Dell - EMC
05.2004 - 05.2008

Masters of Technology - Computer Science

Jawaharlal Nehru Technological University ( JNTU )
09.2000 - 06.2003

Bachelor of Engineering Technology - Computer Science

Osmania University
06.1995 - 06.1999

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Hashim RazviDirector, Technical Support